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Business Profile

Vitamins and Supplements

Thesis

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vitamins and Supplements.

Complaints

This profile includes complaints for Thesis's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Thesis has 2 locations, listed below.

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    • Thesis

      902 Broadway Fl 6 New York, NY 10010

    • Thesis

      30 W 24th St Fl 11 New York, NY 10010-3243

    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/26/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I saw an ad online from Thesis about using nootroptics for mental issues like brain focus, memory, motivation, energy etc. The instructions said that they(Thesis) would send me 4 different combinations and I was to try each combination for 6 days and skip the 7th day. Then start the next box for 6 days and so on to find the right blend for you. Well, I received a box with 4 inner boxes, I naturally, thought they were 4 different blends. I started as instructed and was on the fourth inner box when another carton arrived and had the same contents. I noticed both boxes said "Clarity". When I went back to website, it did something completely different this time and had me take a quiz and then Thesis determined my blend would be "Motivation". I was wondering how Thesis knew which blend to send me on the second shipment (?) Turns out I had received 2 cartons of clarity for some strange reason and when I explained all this to the company in an email, all I got was a computer generated reply. They did not offer to refund my $166. I had been billed ($83.x2) . This was shady practicing and I don't want anyone else to be blindsided by their ploys.

      Business Response

      Date: 01/02/2025

      Hi *****,

      We are so sorry to hear about your experience and apologize for any frustrations caused. We see that youve been in touch with our customer care team to fully rectify this situation. It looks like in your initial purchase, you selected to receive a full box of our Clarity supplements and opted into a subscription plan. This is why you were put on a recurring billing cycle and billed again for all Clarity. We will be passing along your feedback on our ads to the appropriate department to ensure this is addressed.

      To confirm, your subscription has been canceled and you will not be billed any further.

      We appreciate you trying Thesis. Let us know if we can be of any further assistance.

      -Thesis Support

    • Initial Complaint

      Date:11/19/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was told my a customer service representative that my next subscription would be skipped and they charged me anyways. Overall its been a frustrating experience and would not recommend anyone sign up.

      Business Response

      Date: 11/19/2024

      Hi *****,

      We are so sorry to hear about your experience. When you initially contacted us to check on the tracking of your first order, we acknowledged that it was stuck in transit and immediately set up a replacement shipment to ensure you could receive our product as quickly and hassle-free as possible. We made sure that your next recurring order was pushed out to ensure you had a full month to try the product. Your next order was initially set to process on November 1st and we pushed it to November 14th (replacement order set up on October 15th). We are glad the original order made it after all and you are welcome to still keep the free replacement sent. With that said, we sincerely apologize for the initial delay and any miscommunication and are committed to making things right.

      To confirm, your subscription has been canceled and you will not be billed any further.

      We appreciate you trying Thesis. Let us know if you want to give us another try in the future.

      -Thesis Support


      Customer Answer

      Date: 11/20/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       Hi, I understand but the whole situation has been very frustrating and now I have extra thesis boxes that I do not need. Can I return the latest shipment for a refund? 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***** *****




       

      Business Response

      Date: 11/22/2024

      Hi ****** 

      Thanks for following back up. We are happy to process a full refund of your most recent order considering the confusions. You will see this refund reflected in 3-5 business days back to your payment method. If there is anything else we can help with, please let us know. 

      -Thesis Team

    • Initial Complaint

      Date:07/24/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I checked off skip subscription and these people sent me a subscription anyway and charged me. This was therefore an illegal, unauthorized charge. They told me they were sorry their system messed up, glad my bank refunded me, and suggested I simply give my order to someone else as a freebie. Later, my bank reversed my credit. I am livid. I have legal insurance so could *** without any cost to me, but I thought BBB would be a good start. This is an unauthorized charge and theft. I am passionately committed to helping protect other consumers from unethical companies like this. They are not only unethical but not too bright either. They would have had two long time customers from our family but now we will never use them again and will make sure to warn as many others as possible about their devious ways. I want my money back for this unauthorized, illegal charge. To be clear, I did not pay them, they illegally charged me.

      Business Response

      Date: 07/25/2024

      Hi ********,

      We are so sorry to hear about your experience. While we do not have record of you skipping your order or canceling your subscription, it looks like we were already able to extend a refund as courtesy per the email we sent yesterday. To confirm, your subscription has been canceled and you will not be billed any further.

      We appreciate you trying Thesis. Let us know if you want to give us another try in the future.

      -Thesis Support


    • Initial Complaint

      Date:06/04/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I canceled my subscription and they sent me a box of vitamins anyway. I emailed to ask how they would like me to return there mistake for a refund and the response I got was sorry we don't do refunds. It's an unopened box of vitamins that I'm allergic to as I told your "coach" that wanted to know more. I figured since I got a response from a coach that my subscription was definitely canceled and then it showed up in my mailbox a day or 2 later.

      Business Response

      Date: 06/05/2024

      Hi *******,

      So sorry to hear about your experience with our product. It looks like we were already able to offer you a refund on this order per the email we sent this morning. To confirm, your subscription has been canceled and you will not be billed any further.

      Whether or not you filed a complaint we would have refunded you, we were just a bit behind on emails and hadnt had the opportunity to reply within our standard 24 hours. I apologize it took us closer to 36 hours to reply and offer you the refund.

      We appreciate you trying Thesis. Let us know if you want to give us another try in the future.

      -Thesis Support

      Customer Answer

      Date: 06/05/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *******************************



       

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